Quality Manager
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Position Responsibilities
- Lead and manage a team of Quality Supervisors and Specialists responsible for evaluating customer interactions and transactions across various customer channels.
- Maintain and deliver management reports supported by insights that identify opportunities to improve people processes and systems related to customer management customer pain points contact drivers compliance and frontline capability.
- Conduct deepdive sessions with Quality Assurance Operations Segment Process Owners Centers of Excellence vendors and other support teams that influence or impact customer experience.
- Review passed and failed quality scores (including NPS when needed) to identify customers requiring recovery actions immediate fixes and departmentlevel improvement initiatives.
- Monitor quality and compliance trends and provide actionable insights to achieve customer experience goalsincluding STP eNPS and overall service quality.
- Ensure alignment and consistent implementation of the Quality & Compliance Framework across operations working closely with Business Operations and Risk & Compliance teams.
- Drive a culture of customer experience excellence by ensuring quality standards are well understood implemented and upheld across the organization.
Required Qualifications
- Minimum of 5 years of experience leading operational teams; experience in Quality Assurance is an advantage.
- Strong collaboration skills and demonstrated experience in stakeholder management.
- Intermediate to advanced proficiency in Microsoft Excel and PowerPoint (or Canva).
- Lean Six Sigma White / Yellow Belt Certified
- Knowledge on 7 Basic Quality Tools:
- Pareto Chart
- Check Sheet
- Histogram
- Scatter Plot (or Scatter Diagram)
- Process Map (also known as Flowchart)
- Control Chart
- Cause and Effect Diagram (also known as Fishbone or Ishikawa Diagram)
Preferred Qualifications
- Knowledge on Basic Quality Management Standards (PQA ISO 9001 or COPC)
- Design Thinking Trained and certified.
- Lean Six Sigma Greenbelt Certified or Trained
- Background in Quality Management Operational Excellence Customer Experience or Process Improvement.
- Experience in designing or managing quality frameworks and systems.
- Exposure to regulatory compliance or risk management environments.
- Familiarity with data analysis and insightgeneration related to customer experience.
- Experience working in a fastpaced highly regulated environment.
When You Join Our Team
- Well empower you to learn and grow the career you want.
- Well recognize and support you in a flexible environment where wellbeing and inclusion are more than just words.
- As part of our global team well support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer
At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .
Working Arrangement
Required Experience:
Manager
Key Skills
- APQP
- Quality Assurance
- ISO 9001
- Lean Six Sigma
- PPAP
- Root cause Analysis
- ISO 13485
- Quality Systems
- Quality Control
- Quality Management
- As9100
- Manufacturing
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
